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stolen phone and can't remember security question

stolenphone123
Level 1: Joiner
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I was mugged on the weekend and my phone got stolen.  I filed a police report that day.

 

I went to the o2 store but as I can't remember the security question (i know my billing details etc and I can log into my o2 account) they made me call customer support. CS provided a passcode to override my security question but it wouldn't work for 2 hours, and I wanted to go home as I went immediately after my phone was stolen and was exhausted and upset.

 

I can't call customer support as I don't have a phone. I can't change my security question via the o2 app as they send a text verification and I don't have a phone or sim to receive the two factor verification call on. I can access a store but when I last went the workers were extremely unhelpful and said I needed to call customer service again -  the wait time was an hour which I didn't have time to sit and wait for.

 

I'm so stressed and I have no idea what to do - I just need a new sim card and I can't understand why this is so so difficult when I have ID (passport), can log into my o2 account and provide all the data about my account and account history. I can't find an email address and the virtual assistant keeps telling me to call customer service which I can't do without a phone (or going out of my way to the store - my cards got stolen so I can't access public transport easily at the moment)?!

 

 

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MI5
Level 94: Supreme
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@stolenphone123 

See if you can get any help from the social media teams.

Message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Bambino
Level 85: Esteemed
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@stolenphone123 If you want to try to call, download Skype: Guide: A Guide to Skype to call for free.

Call +44800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

I DO NOT WORK FOR O2



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